Answered: Q.1 Explain what is meant by ‘service…

Principles Of Marketing

17th Edition

ISBN:9780134492513

Author:Kotler, Philip, Armstrong, Gary (gary M.)

Publisher:Kotler, Philip, Armstrong, Gary (gary M.)

Chapter1: Marketing: Creating Customer Value And Engagement

Section: Chapter Questions

Problem 1.1DQ

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Assume that you have been appointed as the head of a business unit in a major corporation. Over time this business unit has steadily been losing customers, rating the service delivery of this unit as “shocking” and “poor”. Your mandate is to improve service delivery and to re-establish a service culture.

Q.1 Explain what is meant by ‘service culture

Q.2 Explain below sins of service/poor service that Mandate are not aware of that is possibly happening in the business unit.

- Apathy

- Brushing customer off

-coolness toward customers

-Treating customer condescendingly

-Roots syndrom

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